Failure to refund

Exceptionally poor customer service. Cancelled my account on 31 July (for Netflix...no need to deal with a call centre) and advised to call back for my refund as cancellation date was too close to the next debit order. I called back a week later and was advised the refund would be processed within 2 days. Called back on 5th September as refund still not received AND a further debit order taken. Spent 25 minutes on the phone just to refund latest debit order and was told to write to DSTV get the refund on the original cancellation. Why must I motivate for this refund in writing when the service had been cancelled in July?!! Spent further 20 minutes trying to resolve this but to no avail. Total time 45 minutes and problem still unresolved. Terrible, terrible service - I will think long and hard before renewing my subscription in future.